How to remove duplicate contact lists or calendars that do not synchronize with the BlackBerry Enterprise Server

Article ID: KB22962

Type: Support Content

Last Modified: 10-31-2013

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Novell GroupWise
CollapseEnvironment
  • BlackBerry Enterprise Server
  • BlackBerry 6 to 7.1
  • BlackBerry Device Software 4.5 to 5.0
  • DT 3062735
CollapseOverview

Research In Motion has developed a tool to resolve situations when BlackBerry smartphone users associated with a BlackBerry Enterprise Server have multiple contact lists or calendars that do not synchronize with the BlackBerry Enterprise Server. The tool assists with the removal of the non-synchronizing contact lists or calendars.

Note: This article specifically addresses the use of the tool for BlackBerry Enterprise Server users. Other articles are available on how to resolve specific situations for individual users.

Overview for contact list duplication

The tool determines which contact list is currently synchronizing with the BlackBerry Enterprise Server and assigns it as the default contact list. All other contact lists are then merged with the default, and any duplicate contact entries are automatically deleted.

Note: The additional contact lists are not removed from the BlackBerry smartphone, but are left empty, and the default contact list contains all contacts.

Note: If the BlackBerry smartphone uses BlackBerry Device Software 4.5 to 7.1, the Duplicate Address Book Removal Tool will drop any orphaned group address book entries. The tool then removes itself from the BlackBerry smartphone. Contact lists that are associated with a BlackBerry Internet Service account are ignored in this process and remain untouched.

Overview for calendar duplication

The tool disables the wireless synchronization option for the calendar, removes all entries from all calendars on the BlackBerry smartphone, and then re-enables the wireless synchronization option. The BlackBerry Enterprise Server eventually repopulates the calendar entries from the mailbox.


Deployment Instructions

The use of the tool requires a custom IT policy setting. Complete the following instructions to add the custom IT policy:

BlackBerry Enterprise Server 4.1

  1. In BlackBerry Manager, create a new IT policy.
  2. Scroll to the bottom, select User Defined Items, and browse IT Policy Template.
  3. Select New to create a new item. Select IT Policy Template Item.
  4. Edit the name to be exactly ADDRESSBOOK_MERGE_TOOL_ALLOWED_EXEC for address book, and CALENDAR_MERGE_TOOL_ALLOWED_EXEC for calendar.
  5. Ensure Type is set to Boolean.
  6. Save this customer defined policy.
  7. The newly created policy should now show up under User Defined Items > Policy Item Settings.
  8. Change the value to True and save the policy.
  9. Apply policy to desired user.

BlackBerry Enterprise Server 5.0

  1. Go to Create an IT policy rule.
  2. Name the rule ADDRESSBOOK_MERGE_TOOL_ALLOWED_EXEC for a contact list or CALENDAR_MERGE_TOOL_ALLOWED_EXEC for calendar.
  3. Add a description where needed, and ensure that Type is Boolean and Destination is Handheld.
  4. Save this rule.
  5. Create a new IT policy, or edit an existing one.
  6. Go to the User Defined tab and set ADDRESSBOOK_MERGE_TOOL_ALLOWED_EXEC or CALENDAR_MERGE_TOOL_ALLOWED_EXEC to Yes.
  7. Save the IT policy and assign it to the affected BlackBerry user.

The tool must be installed on the BlackBerry smartphone. This can be done in BlackBerry Desktop Manager. See KB14473 for instructions. BlackBerry Enterprise Server administrators can also push the tool from the BlackBerry Enterprise Server in a software configuration. The instructions for this procedure are located in the BlackBerry Enterprise Server Administration Guide.

CollapseResolution

This is a previously reported issue that is being investigated by our development team. A resolution is currently unavailable.

CollapseWorkaround

For BlackBerry Device Software 4.5 to 4.7, the tool can be downloaded here:  DuplicateAddressBook.zip

For BlackBerry Device Software 5.0 and BlackBerry 6 to 7.1, please contact BlackBerry Technical Support Services and request this quick fix to install on the BlackBerry smartphone to remove duplicate address book and/or calendar databases.

CollapseAdditional Information

When the tool has completed running, it flags itself for deletion the next time that the BlackBerry smartphone is restarted.

Note: The customer will see a message stating that the application has been installed to the BlackBerry smartphone. The customer must manually reboot the BlackBerry smartphone to have the application executed.

If content protection is enabled on the BlackBerry smartphone, it can affect the performance of the tool, and every time the BlackBerry smartphone is restarted, the tool checks again for content protection .
If the contact list and or calendar is included in content protection, the tool will not merge the contact lists and or calendars, and will not delete itself from the BlackBerry smartphone memory.
To prevent this issue:

  1. Disable content protection for the contact list
  2. Reset the BlackBerry smartphone to allow the tool to run
  3. Re-enable content protection afterward.

Disclaimer

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   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.


Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.